Senior Customer Onboarding Specialist Jobs

To manage ambiguity. You operate effectively, even when things are not certain or the way forward is not clear

Strive for execution excellence through the optimization of Salesforce and other platforms/tools.

Recruit, onboard and optimize success training to reduce ramp-up time for new hires.

Become an ambassador of our culture by being humble, supportive - and someone who truly gives a shit!

To collaborate. You build partnerships and work collaboratively with others to meet shared objectives

To demonstrate self-awareness. You use a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses

Change Management skills and previous experience in change management is preferred

5+ years direct leadership management & people management experience

Expert knowledge of Treasury Management, Payments Canada Rules and Investment vehicles

Superior organizational and time management skills

Knowledge of Canadian finance/banking regulations and Payments Canada guidelines

SAP Systems knowledge including Banking Services and Payment Engine

2+ years of project management, SaaS onboarding, account management or involvement in other customer success positions

Consult with the client to gather and document use case configuration requirements.

Own and manage the customer relationship from the point of sale through successful implementation of iLobby.

Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required.

You have experience working in SaaS companies with a client-facing role onboarding clients.

Take point on resolving implementation issues: Hardware delivery, software setup accuracy.

You have an IT education.

You have excellent communication skills and can present yourself competently and confidently to customers and partners.

Experience with Salesforce is beneficial.

You support our sales team and our Hornetsecurity distribution partners in customer projects.

You ensure a successful onboarding process to our services for customers and partners.

You accompany the installation and connection processes of our services.

Build, manage, and optimize our customer onboarding experience – the goal is platform adoption.

Manage the customer use case, ensuring the customer has a plan.

Analyze customer functional requirements and propose the most suitable strategy to be used.

Provide feedback to senior leadership and product team on feature requirements, value proposition and competitive data.

Strong analytical and quantitative skills

Previous Cyber or Security technology experience a plus

3+ years of project management experience in the delivery of SaaS professional services

Drive the day-to-day project activities through the application of sound project management principles and methodologies

Meets deadlines and adheres to project management and Customer Success best practices

Work in an industry that benefits children, parents and schools

Liaise with Customer Success Managers to facilitate smooth transitions of customer as they progress through the journey from Implementation to Support

Experience onboarding and training customers in the SaaS space, ideally in the K-12 segment

Handle transfers and manage dollar figures in correspondence

1-3 years’ experience in Customer Service/Tech Support is required

Experience in a call centre environment is an asset

Self-starter with strong problem-solving skills

Act as a key escalation contact for client/customer communications via phone and email correspondence

Identify, investigate, and resolve users’ problems by carrying out manual A-Z troubleshooting

Experience using Customer Relationship Management (CRM) tools in an account management or customer success role

Strong problem-solving skills, able to quickly respond to and manage competing client requests

Conduct product training sessions: Deliver comprehensive product training sessions to educate customers on the features, functionalities, and benefits of off2class.

Document key onboarding activities and tasks in the CRM; communicate any challenges or blockers to your manager as they arise.

Creating user accounts for students, teachers and admins

Configuring Single Sign On (SSO, e.g. Clever, Classlink) by liaising with administrators and IT departments at customer institutions

Understand customer requirements and suggest solutions for an outstanding user experience.

Manage customer relationships from sales to successful implementation.

Drive new projects by implementing customer-specific requirements and ensuring timely completion.

Document customer requirements and setup to facilitate seamless handover to Customer Success Specialists.

Invest in self-development through books, podcasts, courses, and skill-building initiatives.

Simplified customer and user experience through smooth onboarding and comprehensive setup documentation.

2+ years of project management, SaaS onboarding, account management or involvement in other customer success positions

Consult with the client to gather and document use case configuration requirements.

Own and manage the customer relationship from the point of sale through successful implementation of iLobby.

Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required.

You have experience working in SaaS companies with a client-facing role onboarding clients.

Take point on resolving implementation issues: Hardware delivery, software setup accuracy.

Excellent organizational skills of multitasking, advance planning, and time management

Effective time management, multi-tasking prioritization skills

Project Plan Management – includes / OnePlan:

Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined

Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action

Attends and contributes to team calls, sharing experiences, ideas for process improvements and supporting others as needed within the team

Comfortable working from home in a company where everyone is a remote worker

Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform)

Excellent verbal and written communication skills plus great video and in-person presence

Great troubleshooting & analytical skills combined with the desire and resourcefulness to tackle challenges head-on

Working knowledge of the Shopify API (REST and GraphQL)

Experience working with enterprise SaaS applications

Deliver communications programs that directly affect our customers’ experiences and success

Connect strategically across the business, including customer experience, global communications, product innovation and sales teams

Desire to learn about communications platforms and trends, as well as emerging opportunities that enhance the customer experience

Typically requires 5+ years of experience in communications or related fields

Join a team of talented, dynamic and customer-centric communications experts

Be part of a broader team influencing and engaging with our customer communities

Ensure a fast, easy and satisfying launch experience for our new merchants using Shopify POS; meeting monthly goals

Experience managing multiple accounts simultaneously

Great problem-solving skills, ability to work effectively under pressure and short timelines

Great troubleshooting & analytical skills combined with the desire and resourcefulness to tackle challenges head-on

Experience working with enterprise SaaS applications

Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform)

5+ years of experience in customer onboarding, customer success, project management training and/or logistics management

Forecast - Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements

Experience working with onboarding multiple products for a single customer

Experience setting up a scalable onboarding experience enabled by technology

You pay attention to detail in all areas of work with strong problem identification and problem resolution skills.

Data-oriented – You’ll regularly analyze data to make decisions, identify what’s not on track and make sound decisions accordingly

In addition, we offer an extended benefits package that includes paid vacation, paid flex days, and full health, dental, and vision.

Have prior experience in Customer Success or Customer Service using CRM tools such as Salesforce, Jira, and Slack.

Prior experience in Customer Success or Customer Service.

We provide solutions to bring all teams together for collaboration and connection.

5+ years experience in an Onboarding/Implementation/Project Management function. Ideally having spent time focusing on the SaaS and/or real estate space

Preparing and delivering reports to senior management

Experience building and executing a cohesive customer journey with key milestones and seamless handoffs

Strong communication, coaching, and live training skills over email, phone, and video

Provide coaching and guidance to support team members skills and professional development

3+ years in building and leading teams